Service Desk Analyst: IT Support & Incident Resolver

HellaGoodAudio; London Borough of Enfield; On-site; GBP 26,000 - 38,000; Full time

Job summary

Betway is looking for an IT Support professional in the UK to provide first-line support, handle incidents, and maintain IT systems. The role emphasizes ITIL-aligned incident management and strong customer service.

You will log requests, resolve issues via phone, email and chat, and escalate complex problems as needed. The ideal candidate will assist with software installs, perform routine system checks, and document solutions for the knowledge base, ensuring policy compliance and reliable

Qualifications

• Experience in IT support or helpdesk environments.
• Familiarity with ITIL concepts and incident management.
• Strong communication and customer service skills.

Responsibilities

• Providing first-line IT Support.
• Responding to and resolving user issues via phone, email and chat.
• Logging incidents and service requests in the service management tool.
• Managing incident and request lifecycle.
• Prioritizing and categorizing incidents based on impact and urgency.
• Escalating complex issues to higher-level support teams as needed.
• Maintaining IT systems and infrastructure.
• Performing routine system checks and maintenance tasks.
• Assisting with software installations and updates.
• Ensuring compliance with IT policies and procedures.
• Adhering to ITIL best practices for incident and problem management.
• Documenting solutions and creating knowledge base articles.
• Providing excellent customer service.
• Communicating effectively with users to understand their needs.
• Following up with users to ensure satisfaction with the resolution.

Job description

Betway is looking for an IT Support professional in the UK to provide first-line support, handle incidents, and maintain IT systems. The role emphasizes ITIL-aligned incident management and strong customer service.

You will log requests, resolve issues via phone, email and chat, and escalate complex problems as needed. The ideal candidate will assist with software installs, perform routine system checks, and document solutions for the knowledge base, ensuring policy compliance and reliable